Message editor
Here's an overview of the message editor you can find in the ticket view.
1. Language of the message
You should write the response in this language. If you are able to handle multiple languages, this can change depending on the language of the user you're writing to.
2. Message type
Use this to select whether you want to message the player or leave a private note in the ticket.
3. Message toolbar
The message toolbar allows you to use various different tools to format the message, such as:
- Use bold, italic or underline to format the message
- Add links to articles, collectors or external sites
- Add bulleted or numbered lists
- Add images to the message
- Add emojis to the message.
4. Message text
The message you write will be visible here.
5. Tools
Here you can find some tools to help you draft your messages:
- Generate response: Use co-pilot to generate a draft message in a given tone. You can edit the message before sending it.
- Rewrite message: Use co-pilot to rewrite your message in different tone.
- Spell check: Use co-pilot to check and fix spelling as well as grammatical issues.
6. Insert template
Select a predefined message template to use. You can edit the message before sending it. Check the Message templates guide for more information about message templates.
7. Reply
Once you're ready with the message you can press this button, or use the shortcut, to send the message. If you click the down arrow you will get access to some shortcuts:
- Reply and put on hold: Sends your message and also puts the message on hold.
- Reply and resolve: Sends your message and closes the ticket as resolved.
- Reply and reject: Sends your message and closes the ticket as rejected.
For more information about tickets that are on hold check out Ticket statuses. For more information about resolving and rejecting tickets, see Resolving and rejecting tickets.